UW-Madison Box - Troubleshooting Collaboration Problems

This document discusses possible reasons why sharing and collaboration may not work as expected in UW-Madison Box.

  • What problem are you experiencing?
  • I'm unable to access a file or folder that was shared with me.
  • I shared a file or folder with someone who cannot access it.
  • How was the item shared with you?
  • Someone sent me a shared link.
  • I was added to the item as a collaborator.
  • How did you share the item?
  • I sent them a shared link.
  • I added them as a collaborator.
  • Are you a UW-Madison affiliate with a Box account that you log into with your NetID and password?
  • Yes.
  • No.
  • Are you the Owner?
  • Yes, I am the current owner of the folder.
  • No, I am a co-owner or an editor with invite rights.
  • Are you a UW-Madison affiliate with a Box account that you log into with your NetID and password?
  • Yes.
  • No.
  • There is likely an error in the shared link itself. First, check to make sure there aren't any special characters (e.g. parentheses) appended to the end of the link URL. If you copied and pasted the link into your browser, check to make sure you didn't accidentally miss a character. If there are no obvious problems with the link, contact the owner to have them re-send it.

    If you are still having problems, contact the DoIT Help Desk. If you are not a UW-Madison affiliate but the person sharing with you is, be sure to communicate this to the agent and give them the name of the person you are collaborating with. They will then send your case to the UW-Madison Box team, who can review the current shared link settings for that item.

  • Contact the sender of the shared link to have them try re-sending it to you. If you continue to have problems with the link, contact the DoIT Help Desk to report the issue. If you are not a UW-Madison affiliate but the person sharing with you is, be sure to communicate this to the Help Desk and give them the name of the person you are collaborating with. They will then send your case to the UW-Madison Box team, who can review the current shared link settings for that item.
  • Do you primarily use an address other than netid@wisc.edu for email communication, e.g. do you list a WiscMail Plus address listed in the UW Directory?
  • Yes.
  • No.
  • Contact the DoIT Help Desk to report the issue. If you are not a UW-Madison affiliate but the person sharing with you is, be sure to communicate this to the agent and give them the name of the person you are collaborating with. The Help Desk will then send your case to the UW-Madison Box team, who can review the current collaborator settings for that item.
  • Are you the owner of the item in question?
  • Yes.
  • No.
  • This error message indicates there is a problem with the shared link, such as an extra or missing character. Try resending or republishing the link. If you are pasting the link manually into a chat or email, make sure you copy the entire link, and take care to avoid pasting it near any other characters that may get accidentally get included when the recipient accesses the link (e.g. don't nest the link in parentheses).

    If the recipient is still having problems with the link, contact the DoIT Help Desk.

  • Contact the DoIT Help Desk to report the issue. They will then send your case to the UW-Madison Box team, who can review the current shared link settings for that item.
  • Are you sharing with a UW-Madison affiliate who has a netid@wisc.edu email address?
  • Yes.
  • No.
  • Because you don't own the folder, your own access level may be preventing you from successfully sharing it with other collaborators. To avoid any unnecessary troubleshooting on your part, contact the DoIT Help Desk to report the issue.
  • The owner of the shared item likely set an expiration date on the shared link, or they may have deleted the item. Contact the owner to have them verify the item wasn't deleted and/or send you an unexpired shared link.

    If you are currently logged into a personal Box account (blue page banner), it may also be that the owner restricted access to users with accounts under the UW-Madison Enterprise agreement. Try logging out of your personal account and clicking the shared link again; if it is restricted to UW-Madison, you should be prompted to log into uwmadison.app.box.com.

    If you are still having problems, contact the DoIT Help Desk to report the issue. They will then send your case to the UW-Madison Box team, who can review the current shared link settings for that item.

  • After following the shared link, are you prompted to log into https://uwmadison.app.box.com?
  • Yes.
  • No.
  • The owner likely shared the item with your primary email address rather than your standard netid@wisc.edu address. To ensure you get access to files shared with this address, associate your WiscMail Plus address with your UW-Madison Box account per these instructions: UW-Madison Box - Registering an Email Alias

    Once you have added this email to your UW-Madison Box account, contact the owner to have them re-share the item with you. If this fails to solve the problem, or if your other email address was already associated with your UW-Madison Box account, contact the DoIT Help Desk to report the issue.

  • It may be that the owner of the item shared it with the wrong person. Contact the DoIT Help Desk to report the issue. They will then send your case to the UW-Madison Box team, who can review the current collaborators for that item.
  • Did you use their netid@wisc.edu email when you added them as a collaborator?
  • Yes.
  • No.
  • Verify with the collaborator that you are using the correct email address to share with them, as they may have multiple Box accounts, or they may have their account registered under a different email address. Additionally, make sure they have the correct name of the folder you shared with them, as they may be looking for a folder of a different name. If they still cannot access the folder, contact the DoIT Help Desk to report the issue.
  • Contact the DoIT Help Desk to report the issue. They will then send your case to the UW-Madison Box team, who can review the current collaborators for that item.
  • It may be that they have not associated any other email addresses with their Box account. Try sharing the item with their netid@wisc.edu email address. If you aren't sure what this is, contact the collaborator to request this information. If you cannot obtain this address, or if this does not solve the issue, contact the DoIT Help Desk to report the problem. They will then send your case to the UW-Madison Box team, who can review the current email aliases for the collaborator's account.

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Keywords:box.com box.net dropbox uwmadison accounts shared links adding inviting collaborators collaborate cannot access view permissions "The item you are trying to access has either been deleted or is unavailable to you"   Doc ID:40946
Owner:Leah S.Group:Box
Created:2014-06-09 12:35 CDTUpdated:2014-10-08 09:39 CDT
Sites:Box, DoIT Help Desk, DoIT Tech Store
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